Nandos Woodhill (Parkview)

I called Nandos Parkview (Woodhill) for an order to be delivered at 17:53, I was told it will be delivered at 18:45. All was well until I got a call from customer care at 18:36 saying that my order will be delayed as there is no driver to deliver it. No time was given to me as to when it may be out for delivery. At around 19:45-19:50, nothing was being said as to how far or where our order was, so I called the restaurant and they answered with the fact that they still don’t have a driver. I told them can they at least give me an estimate on how far they are with the driver, she couldn’t answer. Right after she just hung up. I took it into my hands to just go drive to the restaurant and get the food because it’s already late for dinner. As I was driving, I call the customer care line to let them know about the situation. She apologised and told me she will call the manager to get back to me. After a few minutes I get a call from him, he stated that he cannot turn me back because I’m already on my way but the driver already took our food and left. I asked him why I didn’t get a call or an update because it’s been 2 hours now with no response and also I was not answered as to how far or how long it’ll take. His response was that they use a third party to deliver so it’s out of his control. He still did not answer the question at hand as to why I was not notified that the food is on the way or that they apologise for delay. He said that there was nothing he could do because he didn’t know. I asked him as a manager, you don’t know what’s happening in the restaurant? Can you not see that there’s food under the warmer that’s been sitting for over two hours with no one minding it? Why did he not ask his employees as to what’s happening with that order or anything. He remained speechless and just offered to make a new order for me. I arrived at the restaurant and told them that I refuse to pay the delivery fee because I used my own car to come and get the food which I requested for it to be delivered. I was really disappointed in their lack of communication and help, their response was not satisfactory and the lack of care was not acceptable. I hope they can work on that next time they get a delivery order.